CRM & Loyalty Manager (Maternity Cover) in London

If you love beauty, you're in the right place. As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery. Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands.

With an industry leading loyalty programme and a constant drive to deliver a compelling personalised customer experience, we are looking for a CRM & Loyalty Manager (maternity cover) to fill an important role within our CRM Team. We have a wealth of rich data from which we can derive game‑changing insights to deliver personalised customer communications across the full customer lifecycle. You will be responsible for taking insights and turning them into meaningful actions that delight our customers whilst driving value for Space NK and our brands.

We are looking for someone who is commercially driven with a true customer‑first mindset. You will be responsible for driving supplier income to the business in this role. You will thrive in a highly collaborative role, partnering closely with teams across the business, including Customer Insights, Buying, Creative and Finance. You will be passionate about generating new ideas and confident presenting them to both internal and external stakeholders, including brand partners within our Data Sharing Programme. You will also be highly experienced in working to tight deadlines and managing multiple projects simultaneously.

Reporting into the Senior CRM & Loyalty Manager, you will play a pivotal role in the development of new CRM strategies, with a specific focus on delivering growth for our brand partners and engaging our top‑tier customers. You will execute plans using traditional routes to the customer, as well as supporting the development of CRM innovation.

To be successful in this role you will need to be highly organised, with a great work ethic and not intimidated by managing multiple projects at once. You will have strong Microsoft Office skills and enjoy pulling together presentations that bring our campaigns to life for internal and external stakeholders. A passion for beauty retail would be beneficial, however previous experience in this field is not a requirement.

Key Responsibilities

• Ownership of external brand relationships across the Data Sharing Programme; lead on conversations with both prospective and active brand partners.
• Work in partnership with Buying teams on Joint Business Planning process for the brands, incorporating CRM & Loyalty.
• Project management of multiple activations across multiple brands from ideation through to execution, launch, and reporting.
• Drive supplier income in line with agreed business targets.
• Partner closely with the Customer Insights Manager to present comprehensive data‑driven campaign action plans to brand partners.
• Turn brand insights into innovative campaigns that drive growth for both our business and our brands.
• Own and deliver loyalty initiatives for our top‑tier customers, driving engagement, retention, and lifetime value.
• Analyse customer behaviour and engagement to develop communication strategies that maximise annual spend and retention across the customer lifecycle.
• Optimise campaign ROI, identifying efficiencies at every opportunity.
• Manage end‑to‑end campaign execution via our customer data platform (Optimove) to create customer segments, build campaign flows and produce post‑campaign reports.
• Support improvement in key business metrics, including loyalty programme sign‑up rate, second purchase rate, year‑on‑year retention rate and customer lifetime value.
• Manage and develop the CRM & Loyalty Coordinator.

Qualifications, Knowledge, and Experience

• 4–5 years+ relevant CRM and/or marketing experience; agency backgrounds welcome.
• Strong presentation skills.
• Strong project management skills.
• Experience in customer loyalty strategies.
• Previous experience managing CRM strategies at each stage of the customer lifecycle.
• Results‑driven marketer; comfortable with handling data sets.
• Previous experience working cross‑departmentally.
• Experience managing external stakeholders.
• Experience in line management.
• Understanding of customer databases and permissions, including GDPR.
• Response‑driven design, copy and creative.
• On‑brand marketing communications.

Personal Attributes

• Must be an excellent team player; possessing the ability to build, foster and nurture strong relationships.
• Strong collaboration skills.
• Natural ability to think creatively and outside the box.
• Self‑confident with good presentation skills and the ability to influence at senior level.
• Ability to work in a fast‑paced environment.
• Strong attention to detail, analytical thinking and business acumen.
• Results driven and commercially aware.
• Self‑motivated, pro‑active and demonstrate strong organisational skills.

All applicants must have the right to live and work in the UK. Space NK are an equal opportunities employer.